CUSTOMER CARE
Help & FAQ
Clear answers for orders, shipping, returns, tracking, and the SeoulRx 3-Stage Protocol.
Orders & payment
How do I pay for a SeoulRx order?
Checkout is completed through PayPal. Visa and Mastercard availability is provided through PayPal where supported. Prices on SeoulRx are shown in U.S. dollars unless otherwise stated.
What information should I keep after ordering?
Keep your PayPal payment confirmation and transaction ID. They are the fastest way for Customer Care to locate an order when you contact us.
Can I change my shipping address after payment?
Email Customer Care as soon as possible. Address changes may not be possible after processing begins, and support will advise the safest next step for the order.
Shipping & tracking
Does SeoulRx ship internationally?
SeoulRx currently offers free standard shipping worldwide. Delivery timing can vary by destination, carrier handling, customs processing, and local delivery conditions. See Shipping & Returns for details.
How do I track my shipment?
When tracking information is available for a shipped order, use the tracking details provided with the order or shipping communication. If you cannot locate tracking information, email us with your PayPal transaction ID and the email used for the purchase.
What should I do if my order is damaged, incorrect, or has a delivery problem?
Contact Customer Care with your transaction ID, a short description of the issue, and clear photos when the item is damaged or incorrect. We will review the order and provide next steps.
Returns, exchanges & replacements
How do I request a return?
Contact SeoulRx before sending anything back. Return eligibility can depend on the product condition and circumstances of the request, and we will provide return instructions when applicable.
Can I return an opened skincare product?
For hygiene and product-integrity reasons, opened or used cosmetic products may have limited return eligibility. Contact us with the order details so we can review the specific situation.
How are exchanges handled?
For international orders, the most practical resolution can vary. Depending on the situation, Customer Care may advise a replacement, return and refund, or a new order. Please contact us before shipping an item back.
Formula & routine questions
What is the difference between Brightening and Hydration ampoules?
Brightening is positioned around radiance and barrier support. Hydration uses the Moisturizing formula and is positioned around moisture and barrier support. Both are Phase 02 options within the same 10-Day Active Fluid Ampoule program.
What is the order of the SeoulRx 3-Stage Protocol?
Use the routine in sequence: 01 Cleanse with Cica Deep Cleansing Foam, 02 Infuse with your selected 10-Day Active Fluid Ampoule, then 03 Fortify with Derma Cica 5 Real Serum.
Can Customer Care answer medical questions?
SeoulRx provides cosmetic product and routine information, not medical diagnosis or treatment advice. For questions about a medical condition, allergy, medication interaction, or persistent irritation, consult an appropriate healthcare professional.